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Canada Remote Other IT

Onboarding and Account Management Specialist

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Description

Ciklum is looking for an Onboarding and Account Management Specialist to join our team full-time in Canada.

We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

As an Onboarding and Account Management Specialist, you'll join our Customer Success team. In this role, you will play a crucial part in delivering a seamless onboarding experience for new customers while managing a portfolio of 200–300 existing accounts. Your primary focus will be guiding customers through the onboarding journey, providing best practices, and ensuring long-term success on our platform.
By working closely with customers from the start, you will drive product adoption, ensure smooth platform implementation, and proactively address potential challenges. You will also support ongoing account management by offering strategic insights, fostering customer engagement, and identifying growth opportunities. Success in this role will be measured by onboarding completion rates, customer satisfaction, product adoption, and customer retention.

What to expect at Client?
We love people who define their surroundings and who are constantly looking to learn new things. We value honesty and integrity above all. We love people who are honest, self-aware and intent on bettering themselves each day. If you love growth – professional and personal, then Client is most likely the place for you!
What do we do?
Client is an AI-powered Revenue Operations services company dedicated to accelerating innovation and revenue growth for platforms and publishers worldwide. Our mission is to enhance operational efficiency, scalability, customer satisfaction, and data-driven insights through advanced technology, automation, and AI capabilities. We serve industry leaders across AdTech, Consumer, CTV, Publishing, and Retail.

Responsibilities

Onboarding & Implementation:

  • Serve as the primary point of contact for new customers, guiding them through the onboarding process—from account setup to full adoption
  • Conduct onboarding sessions to educate customers on platform capabilities, campaign setup, performance tracking, and best practices
  • Develop and execute customized onboarding plans tailored to customer goals and specific use cases. Identify and resolve potential onboarding challenges to ensure a smooth and efficient customer experience
  • Collaborate with internal teams (Product, Marketing, and Support) to enhance onboarding resources, training materials, and automation strategies

Ongoing Account Management & Growth:

  • Build and maintain strong relationships with customers, acting as a strategic advisor to help them maximize platform value
  • Regularly monitor customer engagement and proactively recommend optimizations to drive long-term success
  • Educate customers on advanced features, new products, and platform updates to enhance their experience
  • Work closely with support teams to assist customers in troubleshooting technical or performance-related issues
  • Provide data-driven insights and strategic recommendations to drive customer retention and subscription renewals
  • Advocate for customers by sharing feedback with Product, Engineering, and Marketing teams to drive continuous improvement

Requirements

  • 2+ years of experience in Customer Onboarding, Customer Success, Account Management, or a related field
  • Strong understanding of onboarding methodologies, platform implementation, and driving product adoption
  • Proficiency in CRM tools (e.g., Salesforce), data platforms (e.g., Tableau, Anaplan), and communication tools (e.g., Outreach.io, Zendesk)
  • Exceptional communication and training skills, with the ability to convey complex concepts clearly and effectively
  • Ability to manage multiple onboarding projects simultaneously while ensuring customers stay on track
  • Problem-solving mindset with a proactive approach to identifying and resolving customer challenges
  • Ability to work independently and adapt to evolving priorities in a fast-paced environment
  • Highly organized, with a sense of urgency to meet deadlines while delivering high-quality customer experiences
  • This role is ideal for someone who thrives in a dynamic environment, is passionate about helping customers succeed, and is eager to build a seamless onboarding experience that delivers long-term value

What's in it for you

  • Care: your mental and physical health is our priority. We ensure non-deductible medical insurance
  • Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy licence, language courses and company-paid certifications
  • Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
  •  100% remote work (please move this to the top of the list)
  • Welcoming environment: feel empowered with a friendly team, informal atmosphere within the company and regular team-building events

About us:

Canada is a strategic growth market for Ciklum.
Be a part of a big story created right now. Lets grow our delivery center in Canada together! Boost your skills and knowledge: create and innovate with like-minded professionals — all of that within a global company with a local spirit and start-up soul. 
Supported by Recognize Partners and expanding globally, we will engineer the experiences of tomorrow! 

Be bold, not bored!

Experiences of tomorrow. Engineered together

Interested already?

We would love to get to know you! Submit your application. Can’t wait to see you at Ciklum.

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